I joined Jetcraft in 1995, so that means next year I will be celebrating my 20th anniversary with the company! Before joining the company I was a researcher at another aircraft brokerage firm for about six years.

What are your responsibilities within the global Jetcraft team?

I’m responsible for aircraft sales and acquisitions based out of Jetcraft’s headquarters in Raleigh, North Carolina. I am one of two sales people based in North Carolina and I have a number of listings that I procure and manage. I am also responsible for all aspects and stages of the transactions, from bringing the aircraft in for valuation and market pricing, to the demo flights and maintenance checks, as well as closing and delivery. My role in sales extends beyond closing to help ensure a smooth transition into operations by the new owner.

When I take on a new listing of an aircraft I make sure to travel to where that aircraft is based. That way I can coordinate the photography and collect the current aircraft data so that we can develop accurate marketing materials for the aircraft.

Describe a typical day or week in your role.

When I am not traveling – which is pretty much every week – then I’m working out of the office. My days are all about communicating with my clients. The trend today is towards email and texting, but I find that phone and face-to-face conversations allow me to better understand clients’ needs.

A typical transaction can take anywhere from 45 to 90 days and involves buyers and sellers, pilots and maintenance crews, legal counsel, escrow agents, and inspection facilities. When a transaction is in progress, it’s so important to keep ongoing and transparent communications at all levels. This helps ensure smooth transitions within the different stages of the deal.

What do you love most about your job?

I absolutely love working with my clients and really getting to know them. We have a good client base that’s been built on trust, and of course success. Many of my clients are now repeat customers and often my biggest source of referrals.

Describe the company culture at Jetcraft and what it means to you?

The unique family-like culture is what drew me to Jetcraft. And even though the company has grown and expanded through the years, we have maintained that family feeling throughout all management levels and across borders.

What do you want your customers to experience when dealing with Jetcraft?

I want to convey the Jetcraft experience throughout every stage of a transaction. We strive to exceed our clients’ expectations every step of the way, be it for a preliminary showing, demo, inspection input or closing. Trust, will, and teamwork is not just a slogan we use here internally, it’s a business plan that we follow every day with every deal.

Who or what has been your greatest professional influence?

I have worked with many clients who have been a great influence to me over the years. So too has the management here at Jetcraft, providing exceptional leadership.

Describe yourself in 3 words.

Although I don’t like to limit myself to three words, I would say experienced, dedicated and client-focused.

What stands out to you as good customer service?

Good customer service for me is all about two words, accessibility and availability. Our clients work 24/7 and depend on us at all hours. They need to be able to reach us at any given time to provide up to date market intel, clear guidance and action items.

Matt Thurber, Editor-In-Chief, AIN Publications How long have you been at your current organization? 18 years What are your responsibilities within your organization? As editor-in-chief of AIN Publications, I’m responsible…